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Understanding Retail Experiences and Customer Journey Management

Citations

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Cited by:

  1. Breugelmans, Els & Altenburg, Lina & Lehmkuhle, Felix & Krafft, Manfred & Lamey, Lien & Roggeveen, Anne L., 2023. "The Future of Physical Stores: Creating Reasons for Customers to Visit," Journal of Retailing, Elsevier, vol. 99(4), pages 532-546.
  2. Robert Zimmermann & Andreas Auinger, 2023. "Developing a conversion rate optimization framework for digital retailers—case study," Journal of Marketing Analytics, Palgrave Macmillan, vol. 11(2), pages 233-243, June.
  3. Li, Qi & Wang, Quansheng & Song, Peijian, 2022. "Do customers always adopt buy-online-and-pick-up-in-store service? Consideration of location-based store density in omni-channel retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
  4. Cuesta-Valiño, Pedro & Gutiérrez-Rodríguez, Pablo & Núnez-Barriopedro, Estela & García-Henche, Blanca, 2023. "Strategic orientation towards digitization to improve supermarket loyalty in an omnichannel context," Journal of Business Research, Elsevier, vol. 156(C).
  5. Tueanrat, Yanika & Papagiannidis, Savvas & Alamanos, Eleftherios, 2021. "Going on a journey: A review of the customer journey literature," Journal of Business Research, Elsevier, vol. 125(C), pages 336-353.
  6. Gegen tana, & Chai, Junwu & Li, Hengyu, 2024. "Consumer empowerment in the ethical spectrum: Rethinking retention in live-streaming markets," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
  7. Banwari Mittal, 2025. "The psychology of online shopping cart abandonment: a scrutiny of the current research framework and building an improved model of the online shopper journey," Electronic Commerce Research, Springer, vol. 25(2), pages 777-803, April.
  8. Gasparin, Isadora & Panina, Ekaterina & Becker, Larissa & Yrjölä, Mika & Jaakkola, Elina & Pizzutti, Cristiane, 2022. "Challenging the "integration imperative": A customer perspective on omnichannel journeys," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
  9. Lundin, Lisa & Kindström, Daniel, 2023. "Digitalizing customer journeys in B2B markets," Journal of Business Research, Elsevier, vol. 157(C).
  10. Gleim, Mark R. & McCullough, Heath & Gabler, Colin & Ferrell, Linda & Ferrell, O.C., 2025. "Examining the customer experience in the metaverse retail revolution," Journal of Business Research, Elsevier, vol. 186(C).
  11. Mele, Cristina & Hollebeek, Linda D. & Di Bernardo, Irene & Russo Spena, Tiziana, 2025. "Unravelling the customer journey: A conceptual framework and research agenda," Technological Forecasting and Social Change, Elsevier, vol. 211(C).
  12. Mortimer, Gary & Andrade, María Lucila Osorio & Fazal-e-Hasan, Syed Muhammad, 2024. "From traditional to transformed: Examining the pre- and post-COVID consumers’ shopping mall experiences," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
  13. Muhammad Nurfiqri Mohd Hajar & Razinda Tasnim Abdul Rahim & Izwan Nurli Mat Bistaman, 2025. "The Fantastic Four Ps of Islamic Digital Marketing in Boosting the Asnaf Economy," Information Management and Business Review, AMH International, vol. 17(1), pages 227-240.
  14. Alexander, Bethan & Kent, Anthony, 2022. "Change in technology-enabled omnichannel customer experiences in-store," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
  15. Malik, Nishtha & Kar, Arpan Kumar & Tripathi, Shalini Nath & Gupta, Shivam, 2023. "Exploring the impact of fairness of social bots on user experience," Technological Forecasting and Social Change, Elsevier, vol. 197(C).
  16. Lin, Kuan-Yu & Huang, Travis K., 2024. "Shopping in the digital world: How augmented reality mobile applications trigger customer engagement," Technology in Society, Elsevier, vol. 77(C).
  17. Christian Homburg & Moritz Tischer, 2023. "Customer journey management capability in business-to-business markets: Its bright and dark sides and overall impact on firm performance," Journal of the Academy of Marketing Science, Springer, vol. 51(5), pages 1046-1074, September.
  18. Lien Lamey & Els Breugelmans & Maya Vuegen & Anne ter Braak, 2021. "Retail service innovations and their impact on retailer shareholder value: evidence from an event study," Journal of the Academy of Marketing Science, Springer, vol. 49(4), pages 811-833, July.
  19. Ricardo Correia & Tássila Lima & Raquel Meneses, 2025. "Navigating tomorrow’s wallet: unveiling the distinctive financial journeys across generations," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 30(2), pages 1-17, June.
  20. Fernandes, Semila & Venkatesh, V.G. & Panda, Rajesh & Shi, Yangyan, 2021. "Measurement of factors influencing online shopper buying decisions: A scale development and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
  21. Tagashira, Takumi, 2022. "Information effects of warehouse automation on sales in omnichannel retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
  22. Grewal, Dhruv & Benoit, Sabine & Noble, Stephanie M. & Guha, Abhijit & Ahlbom, Carl-Philip & Nordfält, Jens, 2023. "Leveraging In-Store Technology and AI: Increasing Customer and Employee Efficiency and Enhancing their Experiences," Journal of Retailing, Elsevier, vol. 99(4), pages 487-504.
  23. Xiaowei Fan & Jiyao Xun & Les Dolega & Lin Xiong, 2025. "The Role of Augmented and Virtual Reality in Shaping Retail Marketing: A Meta-Analysis," Sustainability, MDPI, vol. 17(2), pages 1-37, January.
  24. Sheng-Chi Chen & Shari S. C. Shang, 2021. "Sustaining User Experience in a Smart System in the Retail Industry," Sustainability, MDPI, vol. 13(9), pages 1-14, May.
  25. Blut, Markus & Beatty, Sharon E. & Northington, William Magnus, 2022. "Cultural personal values and switching costs perceptions: Beyond Hofstede," Journal of Business Research, Elsevier, vol. 150(C), pages 339-353.
  26. Epstein, Leonardo D. & Inostroza-Quezada, Ignacio E. & Goodstein, Ronald C. & Choi, S. Chan, 2021. "Dynamic effects of store promotions on purchase conversion: Expanding technology applications with innovative analytics," Journal of Business Research, Elsevier, vol. 128(C), pages 279-289.
  27. Petruzzellis, Luca & Fronzetti Colladon, Andrea & Visentin, Marco & Chebat, Jean-Charles, 2021. "Tell me a story about yourself: The words of shopping experience and self-satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
  28. Khalid Aljohani, 2024. "The Role of Last-Mile Delivery Quality and Satisfaction in Online Retail Experience: An Empirical Analysis," Sustainability, MDPI, vol. 16(11), pages 1-23, June.
  29. Griva, Anastasia, 2022. "“I can get no e-satisfaction†. What analytics say? Evidence using satisfaction data from e-commerce," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
  30. Semila Fernandes & V.G. Venkatesh & Rajesh Panda & Yangyan Shi, 2021. "Measurement of factors influencing online shopper buying decisions: A scale development and validation," Post-Print hal-04455597, HAL.
  31. Grewal, Dhruv & Roggeveen, Anne L. & Benoit, Sabine & Lucila Osorio Andrade, María & Wetzels, Ruud & Wetzels, Martin, 2025. "A new era of technology-infused retailing," Journal of Business Research, Elsevier, vol. 188(C).
  32. Zhang, Xueting & Park, Younggeun & Park, Jaejin & Zhang, Hao, 2024. "Demonstrating the influencing factors and outcomes of customer experience in omnichannel retail," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
  33. Taheri, Babak & Yousaf, Anish & Gannon, Martin & Mishra, Abhishek, 2024. "e-commerce website customer engagement: Delineating the role of UTAUT, vividness, and compulsion," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
  34. Rahman, Syed Mahmudur & Carlson, Jamie & Gudergan, Siegfried P. & Wetzels, Martin & Grewal, Dhruv, 2022. "Perceived Omnichannel Customer Experience (OCX): Concept, measurement, and impact," Journal of Retailing, Elsevier, vol. 98(4), pages 611-632.
  35. Guha, Abhijit & Grewal, Dhruv & Kopalle, Praveen K. & Haenlein, Michael & Schneider, Matthew J. & Jung, Hyunseok & Moustafa, Rida & Hegde, Dinesh R. & Hawkins, Gary, 2021. "How artificial intelligence will affect the future of retailing," Journal of Retailing, Elsevier, vol. 97(1), pages 28-41.
  36. Swoboda, Bernhard & Winters, Amelie, 2021. "Reciprocity within major retail purchase channels and their effects on overall, offline and online loyalty," Journal of Business Research, Elsevier, vol. 125(C), pages 279-294.
  37. AbedRabbo, Majd & Hart, Cathryn & Ellis-Chadwick, Fiona & AlMalak, Zeina, 2022. "Towards rebuilding the highstreet: Learning from customers’ town centre shopping journeys," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
  38. Timoumi, Ahmed & Gangwar, Manish & Mantrala, Murali K., 2022. "Cross-channel effects of omnichannel retail marketing strategies: A review of extant data-driven research," Journal of Retailing, Elsevier, vol. 98(1), pages 133-151.
  39. Lee, Cary & Wyllie, Jessica & Brennan, Stacey, 2025. "Eye-opening! Exploring uncertainty marketing through hedonic blind box collectibles," Journal of Retailing and Consumer Services, Elsevier, vol. 82(C).
  40. Jack Coffin & Andreas Chatzidakis, 2021. "The Möbius strip of market spatiality: mobilizing transdisciplinary dialogues between CCT and the marketing mainstream," AMS Review, Springer;Academy of Marketing Science, vol. 11(1), pages 40-59, June.
  41. Madani, Fatima & Seenivasan, Satheesh & Ma, Junzhao, 2021. "Determinants of store patronage: The roles of political ideology, consumer and market characteristics," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
  42. Roggeveen, Anne L. & Rosengren, Sara, 2022. "From customer experience to human experience: Uses of systematized and non-systematized knowledge," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
  43. David A. Schweidel & Yakov Bart & J. Jeffrey Inman & Andrew T. Stephen & Barak Libai & Michelle Andrews & Ana Babić Rosario & Inyoung Chae & Zoey Chen & Daniella Kupor & Chiara Longoni & Felipe Thomaz, 2022. "How consumer digital signals are reshaping the customer journey," Journal of the Academy of Marketing Science, Springer, vol. 50(6), pages 1257-1276, November.
  44. El Kihal, Siham & Shehu, Edlira, 2022. "It's not only what they buy, it's also what they keep: Linking marketing instruments to product returns," Journal of Retailing, Elsevier, vol. 98(3), pages 558-571.
  45. Grewal, Dhruv & Gauri, Dinesh K. & Roggeveen, Anne L. & Sethuraman, Raj, 2021. "Strategizing Retailing in the New Technology Era," Journal of Retailing, Elsevier, vol. 97(1), pages 6-12.
  46. Cachero-Martínez, Silvia & Vázquez-Casielles, Rodolfo, 2021. "Building consumer loyalty through e-shopping experiences: The mediating role of emotions," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
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